Software Technical Account Manager

Role Overview

• Lead Technical Support: Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services.
• Drive Deployments: Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts.
• Manage Crisis Situations: Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations.
• Advocate for Customers: Represent agency needs and feedback internally at Axon, influencing product development and service improvements.
• Promote Best Practices: Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption.
• Collaborate Across Teams: Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience.
• Data Management and Reporting: Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs.
• Training and Education: Provide advanced training and training documentation to agency staff on Axon’s products and services, ensuring they are well-equipped to use the tools effectively.
• Provide Onsite Support: Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.

Requirements

• Bachelor’s degree in business administration, computer science, or a related field, or equivalent experience.
• 4+ years of experience in a technical account management or similar customer-facing role, preferably within the public safety or software sectors.
• Demonstrated experience in deploying SaaS solutions, including configuring, testing, and troubleshooting complex software applications.
• Proven ability to build and maintain relationships with diverse stakeholders, acting as a trusted advisor and advocate for customers.
• Experience working with cross-functional teams (engineering, marketing, sales, customer support) to deliver high-quality support and product improvements.
• Strong skills in root cause analysis, troubleshooting, and the use of tools like Splunk, JIRA, and Salesforce.
• Advanced knowledge of Windows OS, networking (routing, switching, Wi-Fi), cloud solutions, virtualization, and storage.
• Experience with data management and reporting tools (Microsoft Power BI, SQL Server) and creating meaningful insights.
• Willingness to work onsite with customers and be available outside of normal business hours for critical issues.
• Ability to pass a Criminal Justice Information Services (CJIS) background check and handle confidential information with discretion.
• Experience building custom dashboards, writing SQL queries, and using advanced analytics tools.
• Previous experience supporting or working with public safety or law enforcement agencies.
• Relevant technical certifications (e.g., Microsoft, Cisco, ITIL) are a plus.
• Familiarity with law enforcement software systems such as RMS, CAD, and CJIS standards is highly desirable.

Tech Stack

• Cloud
• Splunk
• SQL
• Switching

Benefits

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs